Our processes comply with the Alternative Dispute Resolution Directive. To make a complaint please contact us;
By telephone on 0207 388 7175
By letter to : 90 Camden High Street London Nw1 0lt
By visit : 90 Camden High Street London Nw1 0lt
What we will do
We will acknowledge and record your complaint and try to resolve it by the end of the next working day. But some complaints may take longer to resolve and we will then write to you to:
- let you know we’re investigating your complaint and when you may expect to hear from us
- give you [a complaint reference number and] a contact number should you need to contact us
Our Final Response
Although regulations allow us 8 weeks to resolve customer complaints, we’re committed to resolving them as soon as possible. We’ll keep you informed of our progress throughout.
Once we’ve thoroughly looked into your complaint, we’ll send you our Final Response. This will tell you what we found out, our decision and if applicable, what we plan to do.
If you are unhappy with our decision and wish to take it further, you may ask the Financial Ombudsman Service (FOS) to review your complaint. This is a free, independent service for resolving disputes.
You may refer your complaint to the FOS at any time but they will need our agreement to investigate complaints where:
- we haven’t had the opportunity to put things right
- we have not exceeded the 56 day timescale and have not yet issued our Final Response letter
If you decide to refer your complaint to the FOS after we have issued our Final Response, you should do so within 6 months of the date on our Final Response letter.
Call: UK: 0300 123 91 23 Abroad: +44 20 7964 1000
Write to: Financial Ombudsman Service Exchange Tower, London, E14 9SR